<\/div>\n\n\n\n
4.5 Response times with incidents<\/h3>\n\n\n\n
The time that lapses between opening a ticket and commencement of qualifying processing is defined as the response time. Calculation of that time is performed only within the service hours of the Service Desk. If an incident report arrives outside of these service hours, the guaranteed response time will commence with the following working day.<\/p>\n\n\n\n
The following maximum response times are guaranteed (WD = working days; hrs. = hours of work):<\/p>\n\n\n\nPriority<\/th> | Response time<\/th><\/tr><\/thead> |
---|
Prio 1<\/td> | 2 hours<\/strong><\/td><\/tr>Prio 2<\/td> | 4 hours<\/strong><\/td><\/tr>Prio 3<\/td> | 1 working day <\/strong><\/td><\/tr>Prio 4<\/td> | 3 working days <\/strong><\/td><\/tr><\/tbody><\/table><\/figure>\n\n\n\n<\/div>\n\n\n\n 4.6 Maintenance window<\/h3>\n\n\n\nThe respective maintenance windows during which maintenance is carried out are: every day, from 04:00 \u2013 06:00 a.m. (CET).<\/p>\n\n\n\n Maintenance will be displayed in a timely and appropriate manner.<\/p>\n\n\n\n <\/div>\n\n\n\n 5. Cooperation Obligations<\/h2>\n\n\n\nTo render an easy archive cloud service, easy depends on specific cooperation by the customer.<\/p>\n\n\n\n The customer (as the principal) must render the following assistance:<\/p>\n\n\n\n \n- Naming a major contact person for all technical questions relating to the system<\/li>\n\n\n\n
- Naming up to 3 key users for communication with easy Service Desk<\/li>\n<\/ul>\n\n\n\n
<\/div>\n\n\n\n 6. On-Boarding<\/h2>\n\n\n\nThe on-boarding process for easy archive cloud is easy. After you have submitted your order for the easy archive cloud service you want, we will perform the following steps for you:<\/p>\n\n\n\n \n- easy will configure the ordered easy archive cloud package<\/li>\n\n\n\n
- easy will send you the following information via e-mail after configuration\n
\n- URL \/ domain of your easy archive cloud service<\/li>\n\n\n\n
- ADMIN user<\/li>\n\n\n\n
- Initial password<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n\n\n\n
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